(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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N-Followed the proper 5-point hold procedure
O-Asked "if there's anything else to assist with" prior to transfer/call ending
I-Dispositioned the call properly
G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
O-Owned the resolution with positive phrasing
N-Didn't over talk the customer
G-Confirmed the reason for calling outside of the compassion statement
O-Delivered an exceptional experience
G-Asked probing questions
I-Troubleshooted the issue before transferring
O-Provided clear instructions
O-Build rapport around the smart device
I-Remained conversational
I-Assured the customer that we can assist
B-Reassured the customer with 3 power words
I-Warm Transfer
N-Acknowledge the customer by their name
O-Left detailed notes
G-Used tools
G-Sent an ACE to a peer
B-Tailored the empathy statement to the reason for calling